Overview
Maintenance Agent Chat helps property managers review request activity, communicate with residents and technicians, coordinate next steps, and update maintenance requests—all without leaving the request page.
What is Maintenance Agent Chat?
Maintenance Agent Chat is an assistant built into each maintenance request. You can find it on the right side of the request page.
It brings the request’s conversation and activity into one place, making it easier to understand what has happened and complete common tasks. Before Maintenance Agent Chat sends a message or changes a request, it shows you the proposed action for review and asks you to confirm it.
Nothing changes without your approval.
Use Maintenance Agent Chat
1. Open the maintenance request
Open the request you want to review or update. Maintenance Agent Chat appears on the right side of the page.
2. Ask for help
Select one of the suggested actions, or enter a direct instruction in the message box.
For example:
Please message the resident and ask whether tomorrow’s 9–11 AM visit window works for them.
You can also ask Maintenance Agent Chat to:
- Summarize the request and recent activity
- Assign a technician
- Draft a message to the resident or assigned technician
- Schedule or cancel a visit
- Call a technician with AI to collect their availability
- Update the request’s status or urgency
- Update request details
- Add an internal note
Suggested actions are optional. You can enter your own instruction at any time.
When Maintenance Agent Chat needs more information or a decision from you, it will ask a follow-up question before proposing an action.
3. Review the proposed action
Before completing a task, Maintenance Agent Chat displays an action card with a plain-language summary of what it plans to do.
For example, a message action shows:
- The recipient
- The exact message that will be sent
- A Send message button
A Decline option
Other action buttons may be labeled Assign technician, Update status, or another description of the proposed task.
Review the recipient, dates, times, and other details carefully. Select the action button to continue, or select Decline to stop the action.
Maintenance Agent Chat completes one confirmed action at a time.
4. Check the result
After you confirm an action, the card updates to show whether it was completed.
Use the tabs at the top of Maintenance Agent Chat to change what you see:
- All shows the conversation and the request’s activity.
Timeline shows only request activity.
Before contacting a technician
A technician must already be assigned to the request before Maintenance Agent Chat can:
- Message the technician
- Call the technician
- Schedule a visit with the technician
Maintenance Agent Chat uses the information already saved on the request. Add any missing information or contact details before asking the Maintenance Agent to complete an action.
Who can see the chat?
Only property managers can see the Maintenance Agent Chat conversation.
Residents and technicians cannot see the chat or your instructions. They only receive the individual messages you review, confirm, and send.
Troubleshoot an action
The proposed action is incorrect
Select Decline, then enter a clearer or more specific instruction.
For example, include the intended recipient, appointment window, status, or other relevant details.
An action shows as failed
Review the proposed action and try again. If the action continues to fail, complete the task directly from the maintenance request page.
I confirmed the wrong message or call
Messages and calls cannot be undone from Maintenance Agent Chat after you confirm them. Review every proposed action carefully before proceeding.
Emergencies
Do not use Maintenance Agent Chat as a replacement for your building’s emergency procedures.
For a life-safety emergency or other urgent issue, follow your organization’s normal emergency process first. You can use Maintenance Agent Chat afterward to coordinate follow-up work and keep the request updated.
Frequently asked questions
Will Maintenance Agent Chat make changes without my approval?
No. It displays the proposed action before doing anything. Select the labeled action button to approve it, or select Decline to stop it.
Can Maintenance Agent Chat contact a resident or technician for me?
Yes. It prepares the message and lets you review the recipient and wording before sending it.
A technician must already be assigned to the request before Maintenance Agent Chat can contact that technician.
What information does Maintenance Agent Chat use?
It uses the information already saved on the maintenance request. Make sure important request, resident, technician, and scheduling details are current.
Can residents or technicians see my conversation with Maintenance Agent Chat?
No. Only property managers can see the chat. Residents and technicians receive only the specific messages you approve and send.
Where can I get additional help?
Contact your ButterflyMX representative for assistance or to report a problem.